This guide is for teams that FIX the resolutions
WHAT IS RESOLUTIONS ?
--To have a part into resolutions means that we need to check if that part is inventoried correctly
--is the description of that part correct /
-- is the item OEM number added/correct ?
--is the image of the part correct as per current guides
--is the price of that part correct
--are the interchange notes for that part and other options for that model/year range all correct
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WHATS THE OUTCOME OF "DOING THE RESOLUTIONS "
We want to fix errors before they become mistakes, items sold with incorrect price and credits
We want inventoried items to be correctly described so sales and customers can efficiently and easily select the correct and required part
We want item descriptions and images to be accurate
We want item pricing to be accurate
When we correct the interchange for 1 item we all check all interchange options for that model and year range ( as per predata doc )
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THE DIFFERENT GROUPS OF RESOLUTIONS
problempartincompleteassembly- this is a group we use for managers to action issues , it is usually where items have been referred by other staff and/or more complex items
incorrect part supplied - the item has been credited and by default the item goes into resolution so the condition can be checked and updated if required
NO4 Wrong IC- This is where JJ pinnacle user has selected that resolution reason put item into resolution with this reason as the catalogue interchange needs to be updated
NO1 Problem Part - This is where JJ pinnacle user has selected that resolution reason and put that item into resolutions as the condition or pricing needs to be checked and updated
I01 Interchange Resolution- This is items where the Pinnacle catalogue has been updated by Pinnacle and now JJ staff need to check which interchange line is correct for part and at same time update part details
No Longer Required - the item has been credited because it was no longer required by customer and by default the item goes into resolution so the condition can be checked and updated if required
06 -More Damage than required - the item has been credited because it was damaged and by default the item goes into resolution so the condition can be checked and updated if required
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WHO DOES WHICH TYPE OF RESOLUTIONS
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HOW TO GO TO RESOLUTIONS/ SCREEN SET UP
INVENTORY-UTILITIES-RESOLVE PARTS
Screen view set up
How to look at the old ic notes - -see video guide
As per video guide
Have the resolutions on different screen to find parts screen - when you open a resolution have it opening so you can still see the reason details on bottom of screen
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HOW TO GET ITEM IMAGE ADDED OR ITEM PHYSICALLY CHECKED WHEN DOING RESOLUTIONS
At times when we are doing the resolutions task we will need to get items physically checked by onsite store staff
In this case we put the item into problem parts reason - add our name /date and advice as to which resolution reason to put in back into after images/items checked
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HOW TO REFER ITEM TO MANAGER WHEN DOING RESOLUTIONS TASK
We use the resolutions category of problempartincompleteassembly for items referred to trainers/managers
the wording isn't ideal but the concept is that user we add the question/issue details with their name and manager deals with this
it keeps the categories clean
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WHAT IF RESOLUTION REASON IS THE WRONG REASON
i.e
item is damaged part but person doing credits has marked as interchange issue
in this case we just move to the correct resolution reason
FIND PARTS-FILE-PROBLEM ITEMS- SELECT THE CORRECT RESOLUTIO NREASON
Add your name and date and details of why moved
i.e
this was in ic resolutions but is damaged part credit
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WHAT IF ITEM IS INVENTORIED INCORRECTLY AND NEED TO PHYSICALLY MAKE CHANGES
i.e
stereo item should have control panel and stereo head unit input seperatly but i can see from images that these are input together
or door mirror should be seperated from door
then
in that case we need on site staff to physically seperate items and re inventory
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we add resolution note
i.e
control panel and head unit should be inventoried seperatly